Remote Agents: Managing a Work from Home (WFH) Contact Center

By Mingren Xiang

Tips that are vital to the success of your WFH agent workforce

It was once very easy to ignore a business continuity plan during periods of fortune and economic prosperity. However, throughout the behavioral shifts resulting from the COVID-19 pandemic, businesses are seeing the consequences of their inactivity. They are unprepared for the changing realities of the workplace, and unable to swiftly satisfy consumers.

It’s time for companies to rethink their approach to make remote work operations, not only to support work-from-home in the near term, but to ensure that their Customer Experience (CX) remains strong. The following areas that are vital to the success of your work-from-home agent workforce:

KPI ALIGNMENT – Remote agents are no longer viewing a common wall score board in the contact center or meeting in groups to review performance. Work-from-home agents can, however, remain aligned with the key CX KPI’s by making sure they know how their metrics platforms objectively score specific performance attributes. Once that objectivity is understood, it’s a necessity to ensure agents have access to their own performance metrics.

Macrosoft’s CallMiner Services

Download Macrosoft’s CallMiner Implementation Services brochure to learn more how Macrosoft can help you achieve your Customer Satisfaction goals remotely.

ENGAGEMENT – Arguably the greatest challenge across any industry’s work force management during remote working and minimal face-to-face interaction. Enabling agents to compare their performance scores against other team members or with other teams can exponentially increase remote agent engagement.

RECOGNITION – Instances where CX has a positive impact on events are frequently recognized by the emotions and enthusiasm expressed by a caller. This valuable feedback should be used to individually as well as “publicly” recognize the agent, within their peer group. And it doesn’t have to stop there. Sharing snippets of positive unsolicited feedback with leadership beyond the contact center doubles down on the positive recognition benefit for the agent. This is even more important when agents may be working in isolation without the benefit of social interaction or camaraderie.

GAMIFICATION – Competition among agents improves focus. Friendly rivalry is just as effective when applied within a remote situation as it is when it’s within the walls of a contact center. Meet as a team using a conference application to build camaraderie. No one’s safe from the behavioral economic consequences brought upon by the coronavirus. But adapting to remote working capabilities will give your contact center and organization the best chance at being on the favorable side of financial Darwinism.

Share this:

By Mingren Xiang | April 27th, 2020 | CallMiner

About the Author

Mingren Xiang

Mingren Xiang

Mingren is a Data Science professional at Macrosoft. He is Macrosoft's technical lead in voice and conversational analytics using the CallMiner suite of utilities. The practice includes both partnering with CallMiner to deliver speech analytic solutions and developing customized NLP applications. Mingren has a Master of Science from the University of Wisconsin-Milwaukee.

Aside from leading the speech analytics practice at Macrosoft. Mingren's research work focus on Deep Learning applications for medical image processing. He presented the Master thesis on training a CNN (Convolutional Neural Network ) based Encoder-Decoder model to reconstruct CT scans using only one X-ray image. Such a task remains to be one of the hardest challenges in the computer graphic community

Coming from a strong computer science background, Mingren is also sufficient in multiple programming language such as Java, Python, C/C++, various JavaScript libraries and SQL scripts. His specialty in software development is to utilize API to create functional backend services using web development framework like Java Spring and Django in Python.

Recent Blogs

Power Automate AI Builder and Scenarios
Read Blog
Dazzle 3.0 Pre-Launch : Custom-built .NET Framework for Legacy Conversion
Read Blog
Speech to Text Quality Assessment and Analysis: Part 2
Read Blog
Cypress Web Automation: It’s Expanding Role in Macrosoft’s Web App Development Projects
Read Blog